Customer services, customer satisfaction and CRM

Potential customers management

(customer involvement and retention, ie permanent customer service)

These topics are indivisible and should be conducted for a group of participants

1. Principle of direct orientation

2. Loyalty program - the main form of customer-oriented activity

3. The pyramid of values ​​in the CRM era

4. Customer base - as a core asset of the company.

5. Ways to form a client base

6. Results and objectives of the CRM system

7. "Sales Voltage" in the CRM system

8. Stages of construction and principles of "sales volatility"

9. Generation of lead - attracting potential customers

• Social networks
• Electronic correspondence
• Advertising
• Trade representatives
• Exhibitions and so on.

10. Convertion of Lids - Converting potential customers into real buyers

• Sales scripts for collaborators
• Marketing-kit

11. Acount Management - recycling

12. Converting the buyer to a permanent customer

13. CRM and human factor

14. Available CRM systems: advantages and disadvantages

15. Process of application of CRM systems